Service Delivery Manager
O-NXT
/job-details/6240
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**O-NXT is hiring a Service Delivery Manager to join our team in Tirana.**
**Company Description**
O-NXT specializes in remote IT support and managed services across Europe, the USA, and Canada, delivering IT Helpdesk support, Microsoft 365 administration, network monitoring, cybersecurity, and IT outsourcing. With a 24/7 support structure and SLA-driven delivery, we help businesses improve efficiency and reduce IT downtime.
**Role Description**
We are looking for a Service Delivery Manager who can oversee service operations, ensure SLA compliance, and maintain a high level of customer satisfaction. This role is central to coordinating IT service management processes, resolving issues, and ensuring a seamless client experience.
**What you’ll do:**
• Oversee service delivery operations and support service quality.
• Ensure adherence to SLAs and service performance targets.
• Coordinate IT service management processes and issue resolution.
• Manage communication with clients and internal teams.
• Support customer satisfaction through proactive service management.
• Build strong working relationships across teams and stakeholders.
**What we’re looking for:**
• Engineering background or related technical education.
• Experience in Service Delivery Management, Technical Support, or IT Service Management.
• Strong understanding of technical support workflows and service processes.
• Strong focus on customer service and customer satisfaction.
• Proven experience in delivering high-quality service.
• Excellent leadership, communication, coordination, and stakeholder management skills.
• Analytical mindset and strong problem-solving abilities.
• Experience in team coordination and relationship management.
• Fluent English.
• ITIL certification or similar framework experience is a plus.
• Comfortable working a 14:00–22:00 shift to support North America.
• Experience in late-shift or 24/7 support environments is a plus.
**Full-time, on-site role in Tirana.**
If you are motivated by service excellence, operational efficiency, and client success, we would love to hear from you.
#Hiring #ServiceDeliveryManager #ITServiceManagement #ITSupport #ManagedServices #TiranaJobs #CustomerService #ITIL #Operations #O\_NXT
**Company Description**
O-NXT specializes in remote IT support and managed services across Europe, the USA, and Canada, delivering IT Helpdesk support, Microsoft 365 administration, network monitoring, cybersecurity, and IT outsourcing. With a 24/7 support structure and SLA-driven delivery, we help businesses improve efficiency and reduce IT downtime.
**Role Description**
We are looking for a Service Delivery Manager who can oversee service operations, ensure SLA compliance, and maintain a high level of customer satisfaction. This role is central to coordinating IT service management processes, resolving issues, and ensuring a seamless client experience.
**What you’ll do:**
• Oversee service delivery operations and support service quality.
• Ensure adherence to SLAs and service performance targets.
• Coordinate IT service management processes and issue resolution.
• Manage communication with clients and internal teams.
• Support customer satisfaction through proactive service management.
• Build strong working relationships across teams and stakeholders.
**What we’re looking for:**
• Engineering background or related technical education.
• Experience in Service Delivery Management, Technical Support, or IT Service Management.
• Strong understanding of technical support workflows and service processes.
• Strong focus on customer service and customer satisfaction.
• Proven experience in delivering high-quality service.
• Excellent leadership, communication, coordination, and stakeholder management skills.
• Analytical mindset and strong problem-solving abilities.
• Experience in team coordination and relationship management.
• Fluent English.
• ITIL certification or similar framework experience is a plus.
• Comfortable working a 14:00–22:00 shift to support North America.
• Experience in late-shift or 24/7 support environments is a plus.
**Full-time, on-site role in Tirana.**
If you are motivated by service excellence, operational efficiency, and client success, we would love to hear from you.
#Hiring #ServiceDeliveryManager #ITServiceManagement #ITSupport #ManagedServices #TiranaJobs #CustomerService #ITIL #Operations #O\_NXT
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